The new Agentforce IT Service suite brings together an agentic IT service desk, AI agents, and an agentic CMDB and service graph to automate ITSM.

Whether your goal is customer support or fixing IT issues, help desk software has your back. We test and rate leading help desk systems to find the ones that will help keep your trouble tickets moving ...

Phil Goldstein is a former web editor of the CDW family of tech magazines and a veteran technology journalist. He lives in Washington, D.C., with his wife and their animals: a dog named Brenna, and ...

By embracing identity assurance and passkeys as the new standard, we can close the human security gap and protect our ...

The MIT Sloan Management Review says that “the 21st-century CIO must prioritize customer experience; it’s essential to competitive competitive advantage,” and Gartner says that IT executives “see the ...

As businesses develop their IT budgets for 2023, with the specter of an economic slowdown looming, artificial intelligence (AI)-related projects will figure prominently in the discretionary spending ...

The COVID-19 pandemic has provided a perfect opportunity for many types of social engineering attacks. It is not surprising that 2020 saw a spike in breaches. With users working remotely, attackers ...

We’re looking for an IT help desk guru to provide internal support for employees and contractors. Candidates should have a mix of technical and customer service skills, and be passionate about ...

In this IT tale, both the caller and the help desk techie lose their tempers -- and are forced to face the consequences The IT help desk can at times be a strenuous and mind-numbingly boring place to ...